Nicereply

Nicereply is customer satisfaction survey software for support teams, sending CSAT, CES and NPS surveys from help desks such as Zendesk, Freshdesk and Front.

Nicereply asks customers how a support conversation went at the moment it ends, then files the answer beside the ticket, call or chat it rates. Nice Reply s.r.o., based in Bratislava, Slovakia, has built it since 2010 and sells no other product. Each survey is deliberately short: one rating question, an optional second question and a comment box. Surveys reach customers as post-resolution emails, as in-signature ratings placed in every agent reply, and as website pop-ups targeted by page, timing or exit intent. Trigger settings send them automatically when a ticket, call, chat or deal closes, and the score is written back into the help desk ticket. A question library supplies ready-made CSAT, CES and NPS questions by use case, and any survey can be translated into the respondent's language. Feedback Analytics gathers every rating in one view with filters, manual tags and automatic flags on negative scores. The tool suits support and customer success teams that track a fixed set of service metrics across every conversation. Support managers use the agent and team ratings to compare people and queues on what customers actually said. Call and chat teams on Aircall, CloudTalk or Dixa can rate each conversation, and CloudTalk and Front users can send the survey by SMS. Sales teams on Pipedrive can ask for feedback the moment a deal closes. Connecting a help desk such as Zendesk, Freshdesk, Help Scout, Kustomer or Salesforce Service Cloud lets a resolved ticket send its survey without anyone pressing a button. Teams answering from Gmail or Outlook add the in-signature survey instead, and every reply then carries a rating. Agent ID, ticket ID and customer details travel into each response, which keeps each score tied to the exact conversation it describes. A real-time dashboard shows the trend, email notifications report the rating values a team chooses, and frequency settings stop one customer from being surveyed too often. When a team reports in another tool, its ratings leave through a CSV export or the developer API.